Customer Success Consultant

Role Overview

• Deliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomes
• Manage a portfolio backlog of optimization, maintenance, and enhancement requests, including intake, scoping, prioritization, and progress updates
• Respond to reactive requests while providing proactive recommendations to improve performance and adoption
• Coordinate escalations and high-impact issues, communicating clearly and driving resolution to maintain customer confidence
• Lead discovery and needs assessments to understand support goals, pain points, and constraints
• Advise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows
• Translate operational recommendations into practical platform changes and process improvements
• Configure and optimize Zendesk capabilities across Support, Guide, Messaging, and voice or contact center workflows
• Build and maintain workflows using Zendesk configuration tools such as triggers, automations, views, macros, and forms
• Manage configuration changes with testing, validation, and clear documentation
• Drive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA features
• Improve assisted resolution through AI-supported summaries, suggested replies, and agent guidance
• Improve automated resolution through effective bot experiences, containment, and handoff to agents
• Monitor AI performance and quality, then tune workflows and knowledge sources to improve results over time
• Deliver billable AI expert advisory engagements that help clients define use cases, success metrics, and an AI adoption roadmap
• Provide phased guidance across AI rollout, expansion, and ongoing optimization to improve automated and assisted resolution
• Build and maintain dashboards and reporting to track volume, backlog, resolution performance, and key support KPIs
• Analyze ticket and CSAT data to identify trends, root causes, and improvement opportunities
• Deliver training and workshops for admins, leaders, and agents to support adoption of new workflows and AI features
• Create and maintain practical documentation including runbooks, playbooks, and configuration notes
• Troubleshoot issues across configuration, routing, APIs, and webhooks, and coordinate escalation to engineering when needed

Requirements

• Bachelor’s degree in Business, Computer Science, Engineering, or equivalent practical experience
• 3+ years in customer success, managed services, CRM/contact center consulting, or support operations roles with hands-on Zendesk responsibility
• Proven experience configuring and optimizing the Zendesk Suite (workflows, routing, roles/permissions, Guide/knowledge, and reporting); experience with Zendesk Contact Center is an asset
• Experience driving adoption and optimization of Zendesk AI capabilities such as Copilot, AI Agents, and QA features, with a focus on improving assisted and automated resolution
• Strong understanding of support processes and metrics, including ticket lifecycle, SLAs, knowledge management, and omnichannel operations
• Comfortable troubleshooting configuration and integration issues, reading API logs, and working with JSON (basic HTML/CSS/JavaScript and XML are a plus)
• Ability to lead discovery, translate business problems into practical recommendations, scope and estimate work, and manage a prioritized backlog across customers
• Strong stakeholder management and written communication skills; able to build trusted relationships with both technical teams and senior leaders.

Benefits

• Health insurance
• Paid time off
• Remote work options